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- Tasks: Provide first-line IT support to a busy government department and troubleshoot issues.
- Company: Reputable government department with a focus on essential services.
- Benefits: Hybrid working, onsite training, and potential contract extension until 2027.
- Other info: Fast-paced environment with opportunities for professional growth.
- Why this job: Join a dynamic team and make a real difference in public service.
- Qualifications: Experience in IT support and excellent communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
Location: London (Westminster) - 3 days on-site per week
Contract: 3-month initial contract, with potential extension until March 2027
Clearance: SC or eligible
Our Client, a reputable government department, is hiring for a Service Desk Analyst to support their busy IT team. This is a fantastic opportunity to contribute to a high-profile environment, providing essential first-line support to a demanding stakeholder group of solicitors and support staff.
What you'll be doing:
- Providing first-line support for all client staff via phone, email, remote tools, and in person.
- Logging, reviewing, and resolving incidents and service requests using ServiceNow.
- Carrying out initial analysis and troubleshooting, escalating issues to desktop support when necessary.
- Maintaining accurate documentation and support knowledge bases to improve efficiency.
- Ensuring excellent customer service and clear communication with technical and non-technical colleagues.
- Supporting the team in a fast-paced environment, adapting to changing priorities.
What you'll bring:
- Proven experience in a Service Desk or IT support role, with a strong focus on first and second-line support.
- Excellent communication skills, capable of engaging with a diverse stakeholder group.
- Familiarity with Citrix Desktop Director and Manage Engine for remote support.
- Ability to record and manage incidents effectively within ITIL frameworks.
- Strong customer service ethos with a 'can do' attitude.
- Flexibility to work on a rota basis and support team needs.
- Clearable for SC (Security Check) or already holding SC clearance.
- Willingness to undertake DBS check as part of BPSS process.
Qualifications & Experience:
- At least one year's experience supporting users with IT incidents.
- Experience with ServiceNow or similar call logging systems.
- Knowledge of remote support tools and basic troubleshooting techniques.
- Ability to produce and maintain support documentation.
This role offers onsite training for the first three weeks, after which you'll work in a hybrid environment combining office and home working.
If you thrive in a dynamic environment and are committed to delivering outstanding service, we'd love to hear from you. Apply now to join a dedicated team supporting vital government functions!
Service Desk Analyst in City of Westminster employer: Experis
Contact Detail:
Experis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Analyst in City of Westminster
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in similar roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to Service Desk roles. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've resolved IT issues in the past. This will demonstrate your problem-solving abilities and customer service ethos.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Desk Analyst in City of Westminster
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support, especially first and second-line roles. We want to see how your skills match the job description, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Service Desk Analyst role. We love seeing enthusiasm and a clear understanding of what the job entails, so let your personality come through.
Showcase Your Communication Skills: Since this role involves engaging with a diverse group of stakeholders, make sure your application reflects your excellent communication skills. We appreciate clarity and professionalism, so keep it concise and to the point!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and you’ll be all set!
How to prepare for a job interview at Experis
✨Know Your Stuff
Make sure you brush up on your technical skills, especially around first and second-line support. Familiarise yourself with ServiceNow and any remote support tools mentioned in the job description. Being able to discuss your experience confidently will show that you're ready to hit the ground running.
✨Customer Service is Key
Since this role involves a lot of interaction with solicitors and support staff, practice how you communicate. Think about examples where you've provided excellent customer service in the past. Be prepared to explain how you handle difficult situations and ensure clear communication with both technical and non-technical colleagues.
✨Show Your Flexibility
This position requires adaptability in a fast-paced environment. Be ready to discuss times when you've had to change priorities quickly or take on new tasks. Highlight your 'can do' attitude and willingness to work on a rota basis, as this will resonate well with the interviewers.
✨Prepare for the SC Clearance Talk
Since SC clearance is a requirement, be prepared to discuss your eligibility or current status. If you already hold SC clearance, mention it upfront. If not, understand the process and be ready to explain how you can meet the requirements, including the DBS check.